Lead Technical Consultant

The Role:

• As a Lead, you will be responsible for developing, implementing, and maintaining policies and procedures on application support services.
• Manage a team to ensure that all support or service requests are dealt with according to the agreed procedures.
• Communicate and negotiate with stakeholders and external parties on application support-related matters.

Roles and Responsibilities:

• Work directly with developers, clients, and internal teams on post-integration issues to provide technical support, consulting, and best practices.
• Address technical queries on APIs, plugins, and the complete Razorpay product suite.
• Follow the escalation matrix and engage relevant stakeholders; communicate technical issues to merchants and internal departments.
• Analyze incident trends using past incident data and define action items to reduce service volume and increase application availability.
• Apply appropriate negotiation styles when managing internal and external stakeholders.
• Ensure team OKRs remain in the green by tracking progress daily.
• Communicate application support policies, procedures, and SLAs to stakeholders and ensure compliance across the enterprise.
• Act as an advocate for technical expertise and knowledge on Razorpay products, their implementation, and usage.
• Enhance merchant experience by resolving technical issues directly without redirecting them to developers.
• Ensure Customer Satisfaction remains green and meets organizational targets.

Mandatory Qualifications:

• 4–6 years of experience as an Application Support Lead/Manager.
• Experience working in the payments industry is a plus.
• Strong knowledge of Microsoft Excel, PowerPoint, and Data Management Systems is essential.
• High degree of self-motivation and a can-do attitude.
• Strong data/information literacy skills, with the ability to gain valuable insights and perform root cause analysis and problem-solving.
• Possess strong technical, analytical, and presentation skills, with the ability to translate findings into business reports and presentations.